Guest Experience Manager

Responsible for supporting the Front Office Manager in overseeing the daily operations of the Front Office, including Front Desk, Guest Services, Bell/Door Services, and Switchboard. Ensures smooth guest arrival and departure experiences, maintains service excellence, drives team performance, and contributes to achieving operational and financial objectives.

Key Responsibilities

• Assist in managing the day-to-day operations of all Front Office functions, ensuring service standards, operational efficiency, and guest satisfaction goals are consistently achieved.
• Supervise Front Desk, Guest Services, Bell/Door Staff, and related teams to ensure seamless check-in, check-out, and guest assistance processes.
• Handle guest concerns, complaints, service recovery situations, and operational challenges in a professional and timely manner.
• Support staffing management by monitoring workforce requirements, scheduling needs, and service levels to meet operational demands and financial objectives.
• Communicate departmental goals, priorities, and performance expectations while promoting employee engagement and accountability.
• Understand departmental financial objectives and contribute to achieving revenue, productivity, and cost-management targets.
• Lead by example through strong communication, professionalism, integrity, and customer-focused decision making.
• Foster a positive work environment built on teamwork, trust, collaboration, and mutual respect.
• Supervise Front Office operations in the absence of the Front Office Manager and ensure continuity of service delivery.
• Monitor employee performance, provide coaching and feedback, and support team development initiatives.
• Ensure exceptional guest service by anticipating guest needs, addressing concerns proactively, and promoting personalized service experiences.
• Gather guest feedback, analyze service performance, and implement continuous improvement initiatives to enhance guest satisfaction.
• Support the implementation of guest recognition programs, customer service standards, and brand service initiatives.
• Ensure compliance with company policies, operational procedures, credit policies, and Front Office standards.
• Supervise room-selling practices, occupancy management activities, and revenue optimization efforts.
• Support recruitment, onboarding, training, coaching, and employee development processes.
• Participate in disciplinary procedures, employee engagement initiatives, and retention efforts.
• Prepare and communicate operational updates, reports, and relevant information to management and team members.
• Perform Front Desk and shift leadership duties as required to support operational needs.

• Days off/week: 2 days 
• Competitive package| 13th salary month 
• Full salary & service charge, social insurance during probation (following the labour laws) 
• Medical Insurance Plan upon the hotel policy: Social insurance, health insurance and unemployment insurance 
• National and international training courses 
• Opportunity to develop career 

• High School Diploma or equivalent with at least 2 years of experience in Front Desk, Guest Services, or related hospitality operations.

OR

• Associate Degree in Hospitality Management, Hotel & Restaurant Management, Business Administration, or a related field with no prior work experience required.